Customer Service Manager – Exports

About the role

Our client, an international logistics and freight forwarding organisation, is looking for a Customer Service Manager – Exports to lead the export client service team. The role oversees the end‑to‑end export process, from booking to delivery, ensuring high customer satisfaction and operational efficiency.

Key responsibilities

• Lead and manage the Export Customer Service team.
• Process export bookings and shipments efficiently.
• Build and maintain strong client relationships.
• Handle client queries, escalations and ensure service delivery.
• Coordinate with warehousing, transport and customs teams.
• Oversee shipment tracking and export documentation.
• Monitor service levels and ensure SLA compliance.
• Analyse performance metrics and identify improvement opportunities.
• Drive continuous process improvements and operational efficiencies.
• Prepare operational reports, support invoicing and reconciliations.
• Mentor, coach and develop team members.

Required profile

• Diploma in Logistics, Supply Chain Management, Business Administration or related field.
• Valid driver’s licence.
• Minimum 5 years’ experience in freight forwarding, logistics or supply‑chain customer service.
• At least 3 years’ experience supervising a customer service team.
• Strong knowledge of export freight forwarding and SLA management.
• Excellent communication, leadership and problem‑solving abilities.

Required skills

• Advanced Microsoft Office proficiency.
• Experience with freight forwarding and ERP systems.